Customer Support Services

Fuji Xerox Australia is an industry leader in customer support.  Our emphasis is on maximising uptime so you get the most productivity from your investment.  Be it online, over the phone, or on-site, our comprehensive range of support services enable issues to be resolved as soon as possible.

Our Customer Support goal is to achieve operational excellence in service solutions. Our highly skilled team are continually developing new support skills and capabilities to provide you with world class service.

Watch our Customer Support video below.

How might an issue be resolved?

With a focus on quality service and maximising uptime, Fuji Xerox Australia offers multiple issue resolution options so you are never without support. 

Remote support:  Our comprehensive eSupport system enables issues to be resolved online through the Fuji Xerox Online Support Assistant or over the phone. With over 50% of total resolutions occurring without on-site assistance, downtime is reduced from hours to just minutes. 

On-site support: For hardware issues requiring on-site service, our team of engineers, analysts, DocuCare and Valets can promptly and effectively service your device, where and when convenient.  Our service coverage network consists of approximately 30 dealers, all with fully trained teams of technicians who are well equipped to support you, even in the most remote locations.

Support for our service staff:  With direct access to our product development teams, our Customer Technical Support specialists ensure our technical staff have all the support they require – so your issue is never left unresolved.

Customer Education

Fuji Xerox Australia offers a range of customer education courses, enabling you to get the most out of your new investment.

Our team of nationally certified customer trainers deliver personalised, modular training programs for all Fuji Xerox Australia solutions, promoting the integration of new technology in current processes, and increasing uptime by minimising user errors.

While initial training is conducted at your premises, you also have the option of undertaking advanced training either at your site, or at our state-of-the-art Customer Education Centre.  Based in Sydney, this training facility is one of the largest in the industry with over 40 classes held per month within its 12 purpose built training rooms.

Training courses conducted at our Customer Education Centre include:

Data destruction services

While powerful built-in security features protect Fuji Xerox products in use, sensitive information remaining on printer hard drives at their end of life leave them vulnerable to data thieves.

With a range of options providing basic to maximum protection, Fuji Xerox Australia's data destruction services will satisfy all security requirements.

  • Basic security services: For ultimate peace of mind, these services include the verification and tracking for your hard disk throughout the device's destruction. You are provided with a disk destruction certificate upon completion of this process.
  • Enhanced security services: If you require maximum data security, these services include the verification and tracking of hard drives before undergoing a Blancco wipe- a digital data destruction process that is compliant with national security standards. You are provided with a Blancco certificate as well as a device destruction certificate at the end of the process.
  • Ownership transfer: If you wish to manage the destruction or storage of data yourself, we are able to remove the hard disk from your device on-site, and transfer ownership to you.

Click here for more detail on each of these services.

If you would like to request these services, please contact your Fuji Xerox Australia account manager or lodge your request here.

Advanced software support: Premier Services

Fuji Xerox Australia's Premier Services provides flexible software support to maximise the performance of your solution and printing network, while allowing you to focus more fully on your core business activities.

Our support options can be customised to suit even the most unique environments, ranging from remote network maintenance, to the provision of an on-site technical expert dedicated to supporting you and your business.

Learn more about our premier services or for further information, call 1300 667 955 or make an enquiry here

Supporting you and the environment

Customer Support at Fuji Xerox Australia is about supporting our customers as well as the environment.   Our eSupport system reduces the number of site visits required - significantly cutting back on carbon emissions, while our service vehicles were chosen for their greener fuel system.

We also collect all used Fuji Xerox products and packaging that have reached their end of life.  Our free Recovery Box Service is available to metropolitan customers in Sydney, Melbourne, Adelaide, Perth, Brisbane and Canberra, allowing you to easily and conveniently dispose of used consumables at no cost to your business.  At your request, we will provide you with a sturdy box designed to store your used consumables and packaging from products serviced by Fuji Xerox Australia. Once full, simply call us and one of our Fuji Xerox Australia Valets will visit your site to replace your box and take your used consumables to be remanufactured or recycled. 

Order a recovery box online or call 1800 028 962

Automatically submit printer meter readings

Register now for your free automatic meter management service

For the duration of your support services agreement, our new automatic meter management solution provides you with convenient, reliable meter management on an ongoing basis, at no cost to your business.

What do you get?

  • Automatic, self-maintained meter management - there is no need to manually record and submit meter readings for your compatible devices. This means you'll spend less time managing print, and more time on your core business activities
  • A streamlined, accurate meter collection and billing service - powered by the latest Fuji Xerox technology
  • Convenience at no extra cost - you do not need to pay for, or provide hardware or labour to enable this service. If you are already using one of our meter management solutions, you can be upgraded to this new service free of charge.

How does it work?

Each day, your meter readings will be automatically captured on your network and sent via an encrypted, secure link to the Fuji Xerox data centre. From here, the information is sent to our Fuji Xerox Australia billing team and used for monthly invoicing. This ensures we have accurate, up to date meter read information for your equipment.

Automatically submit printer meter readings

How can you receive this service?

Complete and submit this form.

Our technical team will then assess your devices for compatibility and if required, will contact you for further information. A Fuji Xerox Australia field engineer will then be dispatched to your site to connect you to this service.

For further information, call 1800 028 962

Register for this service

Related Documents

Support you can rely on

Our customer support advantage for our office products: Support you can rely on

  • Whether you have a small home office, or are part of a large national enterprise, you can rely on our team to meet all your office support requirements.

Our customer support advantage for our production products: Support you can rely on

  • Keeping equipment and workflows running smoothly is critical for any graphic communications business. Read more about our support available for even the most demanding production environments.

Service and Support Agreement: Fuji Xerox Australia sets a new service standard for wide format printers

  • Learn about our Wide format Service Partnership that provides full service, monthly ink, on-site emergency assistance and more.

Safety information on Fuji Xerox products

Safety information on Fuji Xerox products

  • Fuji Xerox Australia's policy is for all our products to meet recognised standards for safety, health and environmental practices.

Safety information on Fuji Xerox products

Service Capability & Performance Certification: Fuji Xerox Asia Pacific Online and Technical Support Centres

  • Fuji Xerox is the only company of its kind in Australia with the internationally recognised Service Capability and Performance (SCP) Certification. Our achievement of this certification year after year is proof of our commitment to delivering exceptional customer support at every interaction.

product enquiry

product enquiry

product enquiry

product enquiry